Technical Backend Support Engineer

Overview

LOCATION: Staines – Hybrid 

DURATION: 12 months

Our client, a global leader at the forefront of digital transformation, is partnering with Aquent to find exceptional talent. They are dedicated to empowering businesses worldwide with innovative solutions that streamline operations and enhance efficiency. Join a dynamic organization where your contributions directly impact the success of countless users and shape the future of their cutting-edge platform.

Are you a passionate problem-solver with a knack for technology? We are seeking a highly motivated individual to join a fast-growing, diverse technical support team. In this pivotal role, you will be the cornerstone of customer success, leveraging your expertise to navigate and resolve the most intricate technical challenges. You will not only provide critical support but also serve as the voice of the customer, influencing product evolution and driving strategic improvements. This is an incredible opportunity to make a tangible difference, contributing to the stability and performance of a foundational technology that underpins vast digital ecosystems.

As a key member of the Platform Technologies team, you will be at the heart of ensuring the integrity and optimal functionality of our core platform. This team is instrumental in addressing critical issues related to data management, system performance, advanced analytics, and the suite of tools that empower developers. Your work will directly contribute to a seamless and robust user experience, impacting thousands of internal and external customers globally.

What You’ll Do:

• Investigate, diagnose, and resolve complex technical issues reported by both internal and external customers.
• Maintain meticulous records and documentation for all customer interactions and technical resolutions.
• Act as a dedicated advocate for users and administrators of our platform, ensuring their needs are met with excellence.
• Apply your deep understanding of our platform and cloud technologies to troubleshoot and resolve challenging technical situations.
• Provide expert root cause analysis for platform issues, including those related to system upgrades, data replication, database structures, advanced reporting, data analytics, AI capabilities, automated testing frameworks, and developer tools.
• Proactively manage customer expectations and experiences to consistently achieve high satisfaction levels.
• Cultivate and maintain specialized technical expertise in assigned areas of product functionality.
• Identify opportunities and propose improvements to internal support processes for enhanced efficiency.
• Engage with customers and internal teams through various communication channels, including case management systems, phone, and electronic methods.
• Develop and contribute to knowledge base articles, empowering both operational teams and customers with valuable insights.

Must-Have Professional Skills:

• A strong commitment to continuous personal and professional development.
• Demonstrated sense of ownership and accountability for actions and outcomes.
• Proven ability to build trust through reliability and consistent follow-through.
• Exceptional analytical skills, capable of deconstructing complex problems into manageable components.
• Outstanding written and verbal communication skills, able to articulate technical solutions clearly and concisely.
• Unwavering commitment to quality and superior customer service.
• Ability to maintain focus on key objectives, even when faced with obstacles.
• Excellent organizational skills, adept at multitasking and managing a dynamic workload.
• High degree of adaptability and flexibility in responding to diverse situations.
• A collaborative team player who thrives in a cooperative environment.

Must-Have Technical Qualifications:

• 1+ years of relevant experience within a technical support environment.
• Solid experience with relational databases (e.g., MySQL, Oracle).

Nice-to-Have Technical Qualifications:

• Familiarity with Object-Oriented Programming (OOP) languages, such as Java.
• Understanding of the components within a web application stack.
• Knowledge of scripting languages, including JavaScript, Python, Perl, Unix Shell, or Windows Shell.
• Exposure to Linux/Unix operating systems.

** This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response within 48 hours of your application, please assume that you have not been selected for progression to the next stage of the hiring process **